Here's a comment from Michele Miller:
An update on Enterprise: I was in Austin again last week, greeted by the typical "wet blanket" humidity that is ever-present there in August. As I walked out to the Enterprise pick-up booth, they had set up a HUGE industrial-sized fan (easily 4 feet by 4 feet) for renters to stand in front of while the staff pulled the rented vehicles up to the booth. Amazing...
Ponderings from the World Wide Offices of the Wizard of Ads
by Michele Miller - Phoenix, Arizona, USA
In Texas, they do everything in a big way, including the weather.
As I drove to the Austin airport after several days at the Wizard of Ads home office, I encountered a typical Texas thunderstorm, complete with jaw-dropping lightning strikes and a downpour that nearly required the use of oars to keep the car going in the right direction. I pulled into the rental car return area, steeling myself for one of those mad dashes of unloading my luggage in the pouring rain, hoping I'd eventually be dry enough to sit on the plane without a puddle around my feet...
Silly me. I should have remembered that Enterprise car rental would treat me better than that. After all, they had streamlined my car pickup by having all the paperwork ready for me to sign, had greeted me with a warm handshake and a cool bottle of water for my journey, and had pulled my car up to the booth rather than making me wander around searching for a numbered car slot.
Now, I was greeted by a young man and woman, both holding umbrellas. They guided me into a covered area out of the rain, and unloaded my luggage for me. The young woman, completing the car return on her handheld computer, asked if I had an umbrella or needed her assistance getting to the terminal. When I assured her I did not, she shook my hand, looked me in the eye and asked how Enterprise's service had been -- after all, she said, that is how they work to set themselves apart from other car rental companies.
Well, Cynthia, I'd say you're achieving your goal quite admirably. Perhaps not all Enterprise car rental offices are like the one at Austin International Airport, but you are a living example of how the smallest attention to detail can make a world of difference. The difference that means my loyalty to Enterprise each time I return to Austin. In the end, it doesn't matter if Enterprise costs a few dollars more - the experience I walk away with is worth every penny.
I wonder how many small businesses out there are paying attention to the very small but very important details? How many businesses are extending beyond their product or service to provide a memorable experience?
By Michele Miller
Author of The Natural Advantages of Women
Visit Michele's site www.wonderbranding.com
Thanks Michele. Enterprise is obviously doing all it can to build Customer Experience Equity. Maybe next time, I'll give them a try. That's how it works!